Forecasting & Reporting Analyst

The Forecasting & Reporting Analyst owns the end-to-end delivery of timely, accurate reporting and forward-looking forecasts that enable data-driven decisions across the business. This role blends insights, analytical modeling, report/dashboard development for internal use, and lightweight data engineering to automate recurring reporting, maintain forecasting models, and translate results into clear recommendations for stakeholders. The ideal candidate balances technical skills (SQL, BI tools, scripting) with strong business sense and communication, ensuring forecasts and reports are reliable, auditable, and actionable.

Major Duties & Responsibilities

• Creation of Daily, Weekly, Monthly Forecasts for multiple sites / work groups. Creation/Adjustment of Schedules based on the forecasts created. Publishing of schedules, management of Time Off requests. Plotting and management of activities within the shift. Provide analysis, insight and recommendations for volume and performance impacting activities like announcements, launches, acquisition etc.

• Develop, maintain, and automate simple dashboards for internal use and scheduled reports that track KPIs related to demand, capacity, and schedule performance.

• Update, consolidate and publish forecast, staffing requirements and projected performance of GSCC.

• Give recommendations on how to improve the performance of the group.

• Meet with WFM Team/Stakeholders to discuss matters affecting the daily, weekly, monthly projections and performances.

Required Knowledge, Skills and Abilities

• 5+ years Experience in Workforce Management particularly in Forecasting and Scheduling
• Detailed understanding of key systems impacting contact center operations
• Very organized with strong attention to detail, highly self-motivated
• Advance skills in Forecasting and Scheduling applications like Genesys Cloud, IEX, Aspect, Verint and other applications of the same nature
• 3+ years Experience creating reports and dashboards to help aid reporting and insights
• Demonstrated strong analytical skills, with emphasis on Forecasting & Scheduling
• Ability and willingness to learn new software applications
• Skills in complex problem solving, judgement, critical thinking and decision making.
• Ability to be highly organized with an emphasis on accuracy and timeliness.
• Ability to work well with a team

Preferred Related Industry Experience (if applicable)

• Experience supporting a Shared Services environment and service center technologies
• Prior experience with Contact Center and CRM applications
• BPO Experience

Preferred Knowledge, Skills and Abilities

• Excellent Analytic and Problem Solving skills
• Needs to demonstrate flexibility, possible alternative work shifts and possible overtime
• Advance Microsoft Excel skills
• Advance skills in Forecasting and Scheduling applications like Genesys Cloud, IEX, Aspect, Verint and other applications of the same nature
• Intermediate to Advance SQL, Power BI experience (or any related application/program)